ERDEM
Retail Operations Manager
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Location: London, with regular presence across ERDEM retail locations Reporting to: CEO Department: Retail Budget Responsibility: Yes
Company Description ERDEM is an independent fashion house based in London, known for bold, expressive design and a distinctive narrative-driven aesthetic. Founded in 2005 by designer Erdem Moralioglu MBE, the brand is celebrated for collections that combine strength and beauty with rigorous craftsmanship. ERDEM’s work is characterized by a romantic yet powerful language of style that aims to inspire confidence and individuality. With a strong respect for traditional techniques and an openness to innovation, the house brings imaginative concepts to life through precise, artisanal execution. Team members join a cultured, creative environment where storytelling, craftsmanship, and emotional impact are central to the brand’s identity.
The Role ERDEM is seeking an experienced and highly organised Retail Operations Manager to take ownership of the day-to-day operational management and performance of our growing retail business.
This is a hands-on, fast-paced role requiring a strong understanding of luxury retail, store operations, stock management and client development, combined with excellent project management and commercial skills.
The Retail Operations Manager will ensure that ERDEM stores operate efficiently, consistently and to the highest luxury standards, while maintaining a clear focus on driving sales, achieving KPIs and delivering an exceptional client experience.
As ERDEM continues to expand its direct-to-consumer business, the role will also play a central part in new store openings and retail projects, working closely with senior leadership and teams across the business.
Key Responsibilities
Retail Performance & Sales
- Drive the commercial performance of ERDEM stores, working closely with Store Managers and the wider Sales team to achieve and exceed sales budgets.
- Establish, implement and monitor clear retail, sales and client KPIs across the store network.
- Analyse store performance including sales, conversion, ATV, UPT, footfall, productivity, client acquisition and retention.
- Identify opportunities and actions to improve performance and ensure these are followed through.
- Work with store teams to establish clear daily, weekly, monthly and seasonal targets.
- Maintain a strong understanding of trading performance, highlighting risks and opportunities quickly.
- Support the development of a strong sales culture across the retail business.
Retail Operations
- Take ownership of the day-to-day operational requirements of the retail stores, ensuring they operate efficiently and consistently.
- Develop, implement and maintain clear retail policies, procedures and operational standards.
- Continuously review processes to improve efficiency, accuracy and the client experience.
- Ensure stores maintain the operational standards expected of an international luxury brand.
- Act as the central point of contact between stores and Head Office for operational matters.
- Ensure issues are identified, communicated and resolved quickly.
- Coordinate maintenance, suppliers, contractors and other operational requirements across the store network.
- Ensure appropriate controls and procedures are maintained across cash handling, stock, security, health & safety and other store operations.
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Stock Management
- Maintain rigorous oversight of retail stock, ensuring stores have the appropriate stock levels and product mix to maximise sales.
- Work closely with Merchandising, Logistics, Production and store teams on stock availability and allocation.
- Monitor stock movements, transfers, replenishment and discrepancies.
- Ensure regular stock counts and reconciliations are completed accurately.
- Identify slow-moving stock and opportunities to rebalance inventory between locations.
- Ensure strong stock discipline and accuracy across the retail network.
- Work proactively to identify stock opportunities and risks before they impact sales.
Client Development & CRM
- Work with Retail and Marketing to establish and deliver clear client development KPIs. Ensure the newly installed clientelling platform is set up and delivering.
- Support stores in developing their local and international client base.
- Monitor client acquisition, retention, repeat purchase and VIC development.
- Ensure client data is captured accurately and consistently.
- Support the development of clientele processes, outreach programmes, appointments and store events.
- Ensure teams use CRM and client data effectively to drive measurable sales.
New Store Openings & Projects
- Project manage new store openings from an operational perspective, coordinating closely with senior leadership and all relevant departments.
- Develop detailed opening plans, critical paths, budgets and timelines.
- Coordinate operational requirements including systems, stock, logistics, recruitment support, training, suppliers, security, POS, packaging and store procedures.
- Work with external contractors, landlords and suppliers where required.
- Ensure operational readiness ahead of opening and manage snagging and post-opening requirements.
- Support future international retail expansion and other strategic retail projects.
- Maintain clear project documentation and communicate progress, risks and decisions to stakeholders.
Reporting & Analysis
- Produce clear, accurate and timely weekly, monthly and seasonal retail reporting.
- Provide senior leadership with concise analysis of performance, risks, opportunities and recommended actions.
- Ensure reporting translates data into clear commercial actions rather than simply presenting results.
- Track agreed actions and ensure accountability and follow-through.
- Contribute to retail forecasting, budgeting and longer-term planning.
Budget Management
- Take responsibility for agreed retail operational budgets.
- Monitor expenditure closely against budget and forecast.
- Manage suppliers and negotiate costs where appropriate.
- Identify opportunities to improve efficiency and profitability without compromising the luxury client experience.
- Support annual retail budgeting and forecasting.
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Cross-Functional Working
- The Retail Operations Manager will work extensively across the business, including with:
- Retail and Wholesale
- Merchandising
- E-commerce
- Marketing and CRM
- Finance
- Logistics
- Production
- HR
- IT and systems
- Senior Leadership Team
The role requires someone who can bring different departments together, establish clear ownership and keep projects and actions moving at pace.
Experience & Skills The successful candidate will have:
- Significant experience within luxury or premium fashion retail, ideally within a multi-store environment.
- A strong understanding of what exceptional luxury retail operations and client experience look like.
- Demonstrable experience of driving store sales and delivering against commercial KPIs.
- Previous experience of successfully opening new stores and managing the operational workstreams involved.
- Excellent project management skills, with the ability to manage multiple priorities, stakeholders and deadlines simultaneously.
- Strong stock management knowledge and commercial understanding of inventory.
- Experience establishing and maintaining retail processes, controls and operating procedures.
- Strong analytical and reporting skills.
- Experience managing budgets and controlling operational expenditure.
- Strong understanding of CRM, clientele and luxury client development.
- Excellent written and verbal communication skills.
- Strong Excel and general systems capability.
- Zedonk and Shopify experience would be advantageous.
Personal Profile This role will suit someone who is:
- Highly organised and exceptionally detail-oriented.
- Commercial, results-driven and motivated by achieving targets.
- Comfortable operating at significant pace and managing multiple priorities.
- Proactive and solutions-focused — someone who identifies what needs to happen and gets it done.
- Calm and effective under pressure.
- Comfortable moving between strategic projects and detailed day-to-day operational issues.
- An excellent communicator who can work effectively with store teams, Head Office departments and senior leadership.
- Highly accountable, with a strong sense of ownership and follow-through.
- Collaborative but confident enough to challenge where processes or performance need to improve.
- Passionate about luxury retail, product and delivering an exceptional client experience.
What Success Looks Like Success in this role will mean that ERDEM's retail operation is commercially focused, operationally rigorous and scalable.
- Stores have the right stock, clear targets and strong processes; teams understand what is expected of them; retail and client KPIs are visible and actively managed; senior leadership has clear and timely reporting; and new stores and projects are delivered successfully, on time and on budget.
Above all, the Retail Operations Manager will ensure that the operational foundations are in place to allow ERDEM's retail business to grow quickly while maintaining the standards, attention to detail and client experience expected of a global luxury brand.
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